How Do Professional Skills Compare to Employee Behaviour in Influencing the Choice of Hospital by Patients in North -West Region of Nigeria?
purpose of the study is to examine the roles of the Business environment (professional
skills) and Business etiquette (employee behaviour) in influencing the achievement
of organizational goals (health improvement, patient satisfaction and demand for
hospital services) in the North West region of Nigeria. Organizational success depends
to a large extent on the strengths of its business environment, the codes of behaviour
that guide its actions and the effectiveness of its management decisions. This study
tried to understand what exerts the most influence between professional skills and
employee behaviour when patients decide to visit a hospital in the North West region
and paper-based survey questionnaire were used to collect data. All individuals
(consumers of hospital services) living within the North West region of Nigeria
were invited to join the survey. Out of the 300 responses analysed 147 were from
online survey and 153 from paper-based questionnaire which were completed and returned
directly or through email. The largest number of participants in the survey (34.9%)
is between the ages of 35 – 44 years old followed by those between the ages of 25
– 34 years old (31.9%).
results have confirmed that professional skill of employees is the main influence
to choice of hospital in that region of Nigeria. It has also been confirmed that
most of the patients are satisfied with the services rendered to them in the hospitals.
etiquette, skills, behaviour, hospital, choice, patients
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